Genesys Cloud - Main

Hello wonderful community,

We are finding that we are getting inconsistencies between the data from the performance within Genesys Cloud and the data being extracted via the API's.

Example;
Average Speed of Answer (ASA) metric, should be tWait.Sum/tAnswered.Count.
However, when applying this formula with the data via the API, it does not match the value provided in the Performance views against the ASA metric.
-  Except the Wait time and answered count in the performance view both match the counts and sums in the Genesys API. 

Is anyone else finding the same and if so, are there any helpful hints/tips?

Thanks
Russell
#Unsure/Other

------------------------------
Russell Dickson
KiwiBank
------------------------------

Hi Russell -

Without going into the detail, just keep in mind that ASA is different to AWT.

ASA only accounts for Wait Time on 'Answered' calls, whereas AWT accounts for Answered *and* Abandoned calls.

Cheers, Mal.

------------------------------
Thanks and regards,
Malcolm Green
Nexon Asia Pacific
------------------------------

Hi Russell,

We use Analytics API on daily bases for Appfoundry cloud service Repo361
Calculation for ASA based on TAnswered metric. So ASA in seconds = Sum / Count / 1000

------------------------------
Taras Buha
taras@noralogix.com
www.noralogix.com
------------------------------